A better understanding of our customer's particular needs and expectations was the driving force behind the "Customer Excellence@Prionics" project. "The results of the first assessment two years ago confirmed that we promote strong relationships in the markets, are an expert in prion diseases, and are an enterprise with outstanding scientific reputation", says Ernst Zollinger, Head of Marketing and Sales. The results also showed that Prionics can improve even further the organization of internal processes and structures. In the two years since this first assessment, Prionics has worked on solutions to optimize these areas.
Prionics has taken the input of the Customer Excellence assessment to introduce several actions: the company has optimized the integrated planning process, implemented additional communication channels and integrated partners stronger in the development of laboratory solutions such as the newly launched homogenization system PrioGENIZERTM (see this issue of eScope). Additionally Prionics conducted a "service benchmark study" as a direct result of Customer Excellence - to ask customers how Prionics could further improve its customer support .
"Now that we have implemented several additional services and optimized the communication to our customers, we would like to make an inventory of our progress", says Stephanie Musshafen, Project Leader of Customer Excellence. Prionics will now reasess its "Customer Excellence" by a continuation of the project. "Again we rely on a detailed feedback from end users, distributors and Prionics' employees to monitor the success of the implemented measures. We want to identify how we can further improve our customer relationship", explains Musshafen. The assessments will take place in 2006. Prionics thanks all customers and partners for their participation.
